Are you ready to be a part of an organization that strives to connect people to resources, and partner with our community to transform how people access help? Then read on:

The Director of Client Services for 211 San Diego plays a pivotal role in our nonprofit organization, overseeing the 211 call center and the successful delivery of services and programs through our Client Services teams, many of which are 24x7x365.  Under the direct supervision of the Chief Programs Officer, the Director of Client Services for 211 is responsible for providing leadership and oversight of the daily operations for all call center programs within the Client Services division.  This position ensures that teams work together to efficiently and effectively connect clients to the services and programs they are eligible for while delivering the highest level of client experience in a constantly changing landscape.  The key expectations of this role are to manage call center programs successfully by implementing evidence-based measures in the delivery of services and by fostering meaningful partnerships with critical stakeholders that will lead to more people receiving help.  These responsibilities are to be achieved by monitoring daily metrics, developing leadership, leading change, driving process improvement, and consistently delivering world-class service through the building of a high-performing team.  This position requires a strategic thinker who can build partnerships and effective programs, establish positive external connections to bring awareness to our services and be a leader with experience in developing strategies for connecting with hard-to-reach populations.

• Residents of San Diego County need only apply 
• Sign-on bonus eligible

We work hard to embrace diversity and inclusion and encourage everyone at 211 San Diego to bring their authentic selves to work every day. We offer a variety of perks and family-friendly benefits to all of our employees. 

• 100% paid medical, dental, vision, and basic life for employee 
• Flexible Spending Accounts
• 15 days of Paid Time Off, to start 
• 12 Paid Holidays 
• Matching 403b, with up to 4% employer matching 
• Wellness Program
• Continued Education Assistance
• Growth opportunity
• Awesome and supportive culture! 

Our Commitment 

211 San Diego is deeply committed to the principles of equity, diversity, and inclusiveness and seeks to create a pluralistic community for all staff and clients. 211 San Diego is an Affirmative Action/Equal Opportunity employer. Persons of color, women, minorities, and individuals with disabilities and veteran/military status are encouraged to apply.  

  You'll be a great fit if: 

•   A bachelor's Degree or higher is preferred; a combination of relevant college coursework and equivalent work experience may be substituted.  Coursework in business administration, operations management, communications, psychology, social work, or project management is helpful.
• Requires five or more years of experience in call center management and leadership with progressive responsibilities in business planning, supervision, project management, personnel, and client relations.
• Experience running teams in call centers with hybrid or remote agents is preferred.
• Prior experience with information and referral call centers and an understanding of the San Diego social service landscape are preferred.
• Superior analytical, critical thinking, and verbal and written communication skills are required.
• Must be able to build and lead a highly productive team of employees and build and maintain positive and supportive working relationships with internal and external contacts.
• A high level of proficiency in Microsoft Office 365, including SharePoint, Outlook, Excel, and Word, is required.
• Proficiency in web-based databases or customer relationship management (CRM) systems (including Salesforce) is highly desirable.
• Significant experience working with enterprise-level call center technology is required.
• Bilingual in English and Spanish is preferred.